Operations Team Leader

Description Operations Team Leader Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better – it's our caring culture that defines who we are and why you'll want to become part of our family. Position Overview: Team Leader will provide direction and guidance to ensure consistent achievement of key performance metrics. Ensure customer contacts are handled professionally and with efficient resolution. Achieve, measure, report and communicate goal attainment for assigned team. Ensure accurate and timely communication of issues to Operations Manager. Coach, mentor, and develop agent team for skills expansion and promotional opportunities. Distinguishing Characteristics: A successful Team Leader stands out through their exceptional ability to blend emotional intelligence with operational excellence. They demonstrate a unique combination of resilience and adaptability, effectively navigating their teams through high-pressure situations while maintaining objectivity and a positive environment. What truly sets them apart is their talent for translating strategic objectives into actionable goals while simultaneously developing their team members' capabilities. They excel in situational leadership, knowing precisely when to coach, when to direct, and when to empower their team. Their success stems from their ability to maintain unwavering composure under pressure, make data-informed decisions, and foster an inclusive atmosphere where both individual growth and team performance flourish. Above all, they serve as a bridge between strategic vision and day-to-day execution, consistently delivering results while building trust and maintaining the delicate balance between people development and operational demands. Specific Responsibilities May Include: Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actionsEnsures adherence to all TELUS and State labor policiesTrack and measure individual and team productivity and quality resultsDrive improvements in overall service levels, transactional efficiencies & cost managementProvide assistance and/or on-the-job trainingAnalyze, summarize and/or reviews data; report findings, interprets results and/or make recommendationsEnsure adherence to TELUS ePerformance policyManage and motivate call center staff to meet performance goalsComplete performance evaluations for staff and recommend increases or advancementPerform other duties as assigned Qualifications Required Experience, Skills & Competencies: High School Diploma or equivalentFlexibility to work various schedules in a 24/7 environment Leadership & Management Skills Strategic team oversight with effective workforce optimization and resource allocationExpert conflict resolution and team dynamics managementAbility to translate strategy into actionable team objectives and drive deadline-oriented deliverablesAdvanced coaching capabilities for team growth and developmentSituational leadership adaptabilityAbility to execute inbound programs to ensure service levels and financial objectives are met Communication & Interpersonal Skills Excellent presentation, verbal, and written communication skills across all organizational levelsStrong interpersonal skills with ability to deliver constructive feedback professionallyAbility to present ideas, concepts, and concerns in a well-thought-out and positive manner Analytical & Problem-Solving Skills Strong critical thinking and analytical skills with solution-driven approachData-driven performance tracking and analysisAbility to balance strategic thinking with practical problem-solving Personal Attributes Strong emotional intelligence and resilience, with ability to coach these skills in othersSound stress-management skills with ability to maintain composure under pressureExceptional organizational skills, attention to detail, and time managementAbility to perform duties objectively and maintain confidentialitySelf-motivated with initiative to pursue continuous improvementAdaptability to change and comfort in ambiguous environmentsDemonstrates accountability while maintaining a positive outlookAbility to work independently in a dynamic, fast-paced atmosphere Technical Skills Strong proficiency in MS Office Suite (Windows, Word, Excel, Outlook) Preferred Experience, Skills & Competencies: Knowledge of call center operationsExperience in content or community moderationCurrent pursuit or completion of iAspire training (internal applicants) TELUS Values: TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values: We passionately put our customers and communities firstWe embrace changes and innovate courageouslyWe grow together through spirited teamwork At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. Internal Transfer Eligibility: Meet all requirements listed on the Job DescriptionHave been in their current role for a minimum of six (6) monthsHave no active Hint 2 or 3Be meeting or exceeding performance requirements About Company: TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. Equal Opportunity Employer Statement At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity. About Company: TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. Equal Opportunity Employer Statement At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity. Back to previous page